Client Experience Coordinator (Remote)

What We Do We’re a marketing software company that serves small business owners, primarily financial advisors, and insurance agents. About 40,000 small businesses use our tools to build websites and send out our content. Generally, these businesses don’t have marketing departments but are growth-minded enough to know they need to market themselves.
We help them do just that. We work together to create beautiful website designs, automated marketing tools, and award-winning educational content for them. The end goal is to help them build better relationships with their clients with less hands-on effort. About Our Culture FMG started over a decade ago and now has 300+ (and growing!) employees spread out across the globe. We embrace a fast-paced, results-oriented culture, and focus on a healthy work/life balance. We value collaboration and open, thoughtful communication. We believe work should be both engaging and challenging, mixed with a good sense of humor.
Our goal is to invest in motivated, successful individuals and watch them succeed both inside and outside of work. We’re building a winning team of A+ players and we hope you’ll be next to join us.
Our Commitment to Diversity, Equity, and Inclusion At FMG, we believe in the wholehearted acceptance of each other regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to diversity and inclusion in our employees, services, and products, as well as in the communities in which we live and work.
Our Employee Benefits FMG strives to be a top-tier employer. We continually evaluate our benefits and total compensation packages to ensure we offer our employees the most competitive package we can provide.
Optional Alternate 9-80 Work Schedule – with every other Friday off Generous paid Holiday schedule with a paid Winter Holiday Shutdown week Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave. Robust Insurance Plan including: Medical with $0 co-pay Telehealth plan
Dental Vision Health Savings Account (HSA) with generous employer contributions Flexible Spending Accounts (FSA) Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage Company-paid Short & Long Term Disability coverage Company-paid Employee Assistance Program (EAP) Matching 401(k) with immediate full vesting Employee Events Committee that plans fun in-person and virtual events On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit Internet & Gym Reimbursement! Work computer equipment is provided to help you succeed :) Compensation $40,000-$45,000 depending on experience
About the Role As a Client Experience Coordinator, you're responsible for driving each client's long-term success, happiness, and overall experience. Core responsibilities include client advocacy, education and coordination, setting expectations, and ensuring all client requests and questions are handled as expected. Exceptional communication is critical, as is ensuring that the right people do the right thing at the right time. Ultimately, your job is to protect and promote Agency Revolution's exceptional reputation by delivering our clients the highest quality experience. Primary Responsibilities & Expectations Communicate with clients via phone, live chat, email, and web meetings to ensure expectations are met and exceeded. Promptly address client inquiries, issues, and/or feedback and provide proper follow-up to ensure client satisfaction. Understand client goals/needs to ensure a seamless experience. Perform simple inbound product and/or website change requests/tasks. Coordinate necessary resources amongst the team to ensure more complex product and/or website change requests/tasks are being carried out. Collaborate with various departments to create a consistent and positive client experience. Participate in ongoing team meetings to review ideas, feedback, and related activity. Leverage our full suite of cutting-edge tools and apps, including Google G Suite, Slack, and others. Access to a private & secure workspace, free from distractions Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps) Requirements Must be able to work a 9am-6pm EST shift schedule.
Must have a reliable, quiet work environment that you are able to take phone calls at.
Skills and Qualifications Must be detail oriented, organized, and able to juggle multiple priorities with grace. Your job is to organize chaos! Must be self-motivated and able to function independently and within a team structure. Must have strong writing skills (we send a lot of messages to our customers).
Must be able to manage expectations, set schedules, and ensure deliverables are on track as agreed to. Great interpersonal skills (many departments will rely on you, and you'll rely on them; it's a lot easier if you're a people person). Must be quick "on your feet" and able to field questions and challenges as they happen. Must have excellent follow-up and follow-through skills. Experience working with Google G Suite and other online tools is desired. The ability to quickly learn these and other tools is more important, however. FMG is proud to be an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information.
If you require accommodation to complete the application or interview process, please contact [email protected] . You can find out more about what it’s like to work at FMG, by visiting https://fmgsuite.com/about-us/
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